Jaba Ghosh

Experience

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  ADP

  May 2007 - Nov 2016

  • Managed, operated & led a team of QAs and Trainers• Used the NICE application to design call monitoring formats and quality standards, while also providing biweekly quality feedback using the monitoring data management system to track team and individual performance• Worked with cross-functional teams and stakeholders to enhance product knowledge, improve team performance, and ensured effective communication• Prepared weekly & monthly MIS reports that enables senior management to make informed business decisions Show less Provided key USPs to the client including Flexible Spending Accounts (FSA), COBRA, Employee Reimbursement Services (ERS), Dependent Verification Services (DVS) and Comprehensive Outsourcing Services (COS)Work closely with Customer Service Account Managers and other account stakeholders to ensure that process and client guidelines were followedRecognised by the BU’s for participating in all quality related meetings and discussion from the India Operations team to ensure seamless collaboration between departments Recognised by peers for being able to meet requirements/benchmarks in the quality front flawlessly Show less

  • Senior Quality Analyst / Soft Skills Trainer

    Apr 2014 - Nov 2016

  • Quality Analyst - NASC

    Jan 2010 - Apr 2014

  • Senior Associate

    May 2007 - Jan 2010
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  Amazon

  Nov 2016 - Jul 2023

  • Managing the hiring process for trainers, from communication to onboarding, while also developing them professionally for future growth opportunities• Designed and developed training curricula aligned with business objectives, utilizing the ADDIE model for effective instructional design• Understanding the importance of measuring the impact of learning and development initiatives using the Kirkpatrick's Model• Developing evaluation frameworks and using metrics to demonstrate the ROI of L&D programs• Directing & managing learning and development processes, thereby ensuring all new hires receive high-quality orientation and on-boarding experiences in order to maintain a high employee performance level• Creating content, e-learning, collateral and other training materials to impact behaviour-changing training using various training theories inclusive of job aids, facilitator & participant guides, on-the-job training systems, tutorials, and demonstration models• Steering the development of programs that incorporate overall business objectives such as the business’s financial goals• Partnering with other Human Resource Department heads and Senior Training and Development Management in order to determine program priorities, roll-out plans, set program deadlines, and ROI analytic Show less

  • Learning Team Manager

    Nov 2016 - Jul 2023

  • Quality Analyst/Process and Soft Skill Trainer

    Nov 2016 - Jun 2022
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  Biocon

  Apr 2024 - now

  Associate Manager - Learning Program Manager